General
Will I get a receipt for the payment I made?
Last Updated: 24/08/2023Our system will automatically send you the receipt to your email on the same day once your move is completed. Do contact us if you...
Will anyone from your side contact me before the moving date?
Last Updated: 24/08/2023Once your driver is assigned to you, the driver will contact you a day before your moving date to coordinate. Alternatively, you may call the...
Who are the drivers? Can they be trusted?
Last Updated: 24/08/2023We at TheLorry understand that the customer’s trust and confidence in us is very important. As such, all drivers and movers are required to be...
What will the movers do if I select manpower service?
Last Updated: 24/08/2023The manpower, depending on the number of manpower you choose, will be the driver and the mover(s). They will help you to carry your items...
What is your coverage area?
Last Updated: 24/08/2023We provide moving and logistics services across Peninsular Malaysia, except islands such as Langkawi, etc.
What is the process for an insurance claim?
Last Updated: 24/08/2023You have to revert to us within 24 hours after the booking is completed via chat or email. Kindly provide us with the image of...
What is the list of items that are not permitted to be transported using your service?
Last Updated: 24/08/2023There are a number of prohibited items per TheLorry services. The following cases are specifically prohibited: ABSOLUTELY NO CARRIAGE OF ANY PERSON in the cargo...
What else is included in your vehicle charge?
Last Updated: 24/08/2023Our vehicle charge is inclusive of fuel, and toll charges.
I only need movers to help with carrying my items, not a whole lorry. Can you provide that?
Last Updated: 24/08/2023If you want to only hire movers (only manpower) to move your items without booking a lorry, please contact our Customer Service as it is...
I need to cancel my booking. What’s your cancellation policy?
Last Updated: 24/08/2023For cancellation, please inform us at least 1 to 2 days in advance ofthe moving date. If you already made payment for your booking, wewill...
I need to add additional information/instruction. Where do I type it?
Last Updated: 24/08/2023You may add additional information or instruction under the “Additional Remarks” space during the booking process. We will try our best to fulfil your request...
I keyed in my address and the drop-down list doesn’t appear / there’s an error saying “Please insert a specific address”. How do I proceed?
Last Updated: 24/08/2023Our address system adheres to Google Maps API so only the address that appears in Google Maps search will show in the drop-down list. If...
How much are the cancellation fees?
Last Updated: 24/08/2023If the booking is cancelled in less than 24 hours, the cancellation fee will be 50% of your total booking or RM200, whichever is lower.
How is your rate charged?
Last Updated: 24/08/2023Our service rate is based on the distance, type of vehicles, and additional services added per trip.
How do I know what my booking number is?
Last Updated: 24/08/2023Once you have completed your booking on our website or mobile app,an email will be sent to the email you have provided. You can findyour...
Does the price shown include manpower? If not, how do I get the price that includes manpower?
Last Updated: 24/08/2023The price shown after you click “Instant Quotation” is the price for the vehicle selected and the distance between the pickup and dropoff address. It...
Do the drivers drive straight through to their destination?
Last Updated: 24/08/2023For bookings made within a reasonable distance, the drivers will drive straight to the drop-off address after finishing loading at pickup. As for bookings made...
Do I need to share the space with others to transport my items?
Last Updated: 24/08/2023No, you do not have to. Currently, we do not provide consoled or chartered service for our house moving services. Hence, you may utilise the...
Do I have to be at the pickup and/or delivery locations?
Last Updated: 24/08/2023Yes. But in case you are booking on behalf of another party, or you are not able to be at the pickup and/or delivery address,...
Can I still amend the details after I have placed my booking?
Last Updated: 24/08/2023Yes, you can. You can contact us by email/chat to inform usof the changes that you wish to make. Just provide your booking numberso that...
Can I ship only one or two items?
Last Updated: 24/08/2023Yes, depending on the size of your items, you can book a van or 4×4 pickup truck as a more suitably-sized transport vehicle for one...
Can I rent a lorry without a driver? I can drive one myself.
Last Updated: 24/08/2023Unfortunately, you cannot. We do not own any of the vehicles provided as they are owned by the operators themselves.
Are there any hidden charges other than the one stated in my booking details?
Last Updated: 24/08/2023We strive to be as transparent on our pricing as we can, therefore the price quoted on our website or mobile app will exactly be...
Can I change the payment method after completing the booking process?
Last Updated: 24/08/2023Yes, kindly notify us at least 3 working days in advance before the moving date.If the change is from COD to Online Payment, we will...
If I have any problem on moving day, who should I contact?
Last Updated: 16/08/2024You can contact us at 017 200 5401 and our on-duty Customer Service Executive will assist you with any problems you may encounter. Should you...
MY – EN
Singapore
Indonesia